IT Support Technician

Overview Are you interested in joining a dynamic and international team of professionals to transform education? IE University's IT is looking for an IT Support Technician to join its team  The Information Technology team is seeking an IT Support Technician to deliver prompt, high‑quality technical assistance to students, faculty, and staff. The role combines onsite classroom/audiovisual support with remote service via our ticketing and collaboration tools. The technician will troubleshoot hardware, software, network, and AV issues; prepare devices; support hybrid teaching spaces; and contribute to documentation and continuous improvement. Why IE University?With 50 years of experience and founded by and for entrepreneurs, IE University has turned business education on its head through disruptive teaching. We count on high-level faculty who bring real-world experience into the classroom and foster a hands-on approach to learning.  Our PurposeAt IE University, we foster positive change through education, research, and innovation.As a transformative educational institution, we empower students to make their mark on the world. We provide them with the skills, knowledge and environment needed to make a difference, and they join a supportive and international community that lasts a lifetime.Our spirit of innovation and entrepreneurship has allowed us to drive change and constantly stay at the cutting edge of higher education. And through diversity, we have harnessed the power of people while also understanding and embracing the importance of humanities.  Our People At IE we are: People-driven Change Builders Autonomy Enthusiasts Communication Enthusiasts Knowledge Champions We are looking for a person to join a full-time position in Madrid - IE Tower, Planta 30Responsibilities Your role as a IT Support Technician will involve:Service & Customer Support Provide first‑ and second‑line support via ITSM (ServiceNow) and onsite visits. Triage, diagnose, and resolve incidents Communicate clearly with non‑technical users; ensure high customer satisfaction. Support onboarding/offboarding (accounts, devices, permissions, access). Classroom & Audiovisual (AV) Prepare and support hybrid classrooms and events (Teams Rooms/Zoom Rooms)  Maintain AV endpoints; perform routine checks and firmware updates. Endpoints, Accounts & Productivity Install, configure, and maintain Windows/macOS devices and peripherals. Enroll and manage devices with MDM (Intune); package and deploy software. Documentation & Continuous Improvement Create and update knowledge base articles and runbooks. Track recurring issues; propose preventive actions and service improvements. Qualifications To thrive in this role, you should possess the following qualifications:Bachelor's degree in IT, Engineering, or related field (or equivalent experience). High level of written and spoken English and Spanish. 2–3+ years in IT Support / Service Desk / Desktop Support roles. Hands‑on experience with: Windows and macOS administration; hardware diagnostics and repairs. Device management with Intune and software deployment. Videoconferencing & AV (Teams/Zoom Rooms, cameras, microphones). Networking fundamentals: TCP/IP, DNS/DHCP, VLANs, Wi‑Fi troubleshooting. Follow ITIL processes and ISO 27001 / GDPR good practices; handle data with confidentiality. Customer‑orientation, teamwork, ownership, and effective problem‑solving. Nice to Have (Preferred) ITIL Foundation certification. Experience with ServiceNow or similar ITSM. Microsoft 365 (Outlook, OneDrive, SharePoint, Teams) and Active Directory/Entra ID Scripting for automation (PowerShell, Bash, or Python) and basic MDT/Autopilot. Experience supporting exam setups, computer labs, and specialized classroom software. Unleash your full potential and make an impact. The next move is yours If you want to be part of this educational revolution, we invite you to apply and be part of our dynamic team at IE University.  At IE University, we actively promote equal opportunities in recruitment processes and access to employment, always ensuring the absence of gender, sexual orientation, religion, age, ethnic origin, or disability bias throughout the entire selection process.